Service Manager

2Mazda•Loveland, CO

17d

About The Position

The Service Manager is responsible for the customer-focused and efficient operation of the dealership's service department. The role includes maximizing production, controlling costs, building a loyal clientele, maintaining good employee relationships, meeting sales objectives, and maintaining service records. The Service Manager ensures that customer experiences meet or exceed the manufacturer's customer satisfaction index and monitors and improves customer satisfaction by building customer relationships, fostering a positive work environment, and properly managing departmental assets. The position interacts with customers, service advisors, technicians, parts associates and managers, sales managers, and other store associates.

Requirements

High school diploma or equivalent.
Three to five years of experience in an auto repair facility.
More than two years of supervisory experience.
Excellent verbal and written communication and interpersonal skills.
Proficient knowledge of dealership computer systems.
Valid driver's license.
Ability to drive manual transmission vehicles.
Demonstrated customer service skills.

Nice To Haves

Previous industry knowledge of overall operations, management, and wholesale relations.
Driver's license (listed as preferred under License/Certification).

Responsibilities

Assist subordinate service and sales personnel in all phases of their jobs.
Document employee behavior that may result in punitive action, including termination.
Report circumstances that compromise the integrity of the dealership to management.
Coordinate with the parts department to ensure appropriate stocking of high-use parts.
Collect accounts receivable for service work.
Obtain competitive bids for tools, equipment, sublet repairs, supplies, and other needs.
Ensure service employees follow safety policies and practices and promptly report accidents.
Ensure required technical publications, periodicals, and bulletins are obtained, current, and maintained.
Quality-check completed jobs and ensure shop equipment is in proper working condition.
Resolve customer inconveniences, complaints, and misunderstandings fairly and promptly.
Ensure proper service sales techniques are used.
Meet at least monthly with the fixed operations director and general manager to review performance, set objectives, and discuss promotions or other matters.
Communicate with customers before issues arise and handle escalated customer issues.
Maintain accurate records and retain warranty parts in accordance with manufacturer requirements and company policies and procedures.
Maintain high workmanship standards and advise technicians of service CSI results monthly.
Serve as liaison with factory representatives when the fixed operations or service director is absent.
Build and maintain customer relationships to encourage repeat and referral business.
Monitor staffing and compensation levels and department turnover.
Ensure repair order flow satisfies warranty, dealership, and business office requirements.
Maintain reporting systems required by the general manager, company, and manufacturer.
Maintain relationships with vocational and technical schools to support recruitment.
Direct and schedule department associates.
Hire, train, motivate, counsel, and monitor service department staff.
Comply with federal, state, and local regulations affecting service and parts operations, including hazardous waste disposal and OSHA right-to-know requirements.
Assist in developing an annual service budget for the annual sales forecast.
Maintain customer satisfaction index ratings above the manufacturer or dealership average.